Contact Center Agent - Voice

Premier LLC; Philippines; On-site; PHP 223,200 - 334,800; Full time

Job summary

Premier LLC in the Philippines is hiring a Contact Center Agent – Customer Service Representative to provide exceptional service to customers. You will manage inquiries, resolve issues, and ensure a positive experience for every caller.

The ideal candidate will have a high school diploma, strong communication skills, and experience in a customer service environment. Join a team dedicated to delivering quality support and achieving customer satisfaction.

Qualifications

• Strong verbal communication skills are essential.
• Previous contact center or customer service experience is preferred.
• Must be proficient in basic computer applications.

Responsibilities

• Handle inbound calls professionally and courteously.
• Assist customers with inquiries regarding products and services.
• Accurately document all customer interactions.

Skills

Communication skills

Problem-solving abilities

Conflict-resolution abilities

Active listening skills

Education

High school diploma or equivalent

College education

Job description

The Contact Center Agent – Customer Service Representative (Voice) serves as the primary point of contact for customers calling into the support center. This role is responsible for delivering exceptional customer service by addressing inquiries, resolving issues, and ensuring a positive customer experience. It requires strong communication skills, patience, and the ability to work effectively in a fast-paced environment.

Key Responsibilities

• Handles inbound calls professionally and courteously.
• Assists customers with inquiries related to products, services, billing, orders, or account information.
• Resolves customer concerns efficiently, striving for first-call resolution.
• Escalates complex or unresolved issues to the appropriate department or supervisor as needed.
• Accurately documents all customer interactions and maintains detailed records in the CRM system.
• Stays up to date on company products, services, policies, and procedures.
• Follows standard operating procedures (SOPs) and meets call quality standards.
• Achieves performance metrics including call handling time, customer satisfaction, and attendance goals.

Qualifications & Skills

• High school diploma or equivalent; college education is an advantage.
• Previous experience in a contact center or customer service role is preferred.
• Excellent verbal communication and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to thrive in a fast-paced, performance-driven environment.
• Proficiency in basic computer applications and data entry.